Description/History
What is the most useful tool a company has in developing a good customer experience?
Employees
What is Customer Experience Management?
The collection of processes companies refer to oversee, track, and organize the interaction between a customer and the organization.
What is customer journey mapping?
A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship.
Name 3 Retail environment factors:
- Lighting
- Unique product packaging
- Treasure hunts
- Customer service face to face
- Constant reinvention
- Product-building
- Blending products and Services.
By which year is the CDP industry predicted to reach a worth of $1 billion?
By 2019
Customer experience deals with the _____ customers have of your business or brand.
Perception.
CEM requires companies to have a __________ view of its customers with up-to-date on customer's accounts.
360-degree.
Name the 5 stages of the digital customer journey.
Awareness – Consideration – Purchase – Service – Loyalty
Which Retail Experience method does LIDL use? Explain.
Treasure hunts: offers and products and that those items won’t be around for long (LIDL)
True or false: The Customer Data Platform Institute is an organization sponsored by Apple to help marketers manage customer data.
False: It is a vendor-neutral organization.
True or False. 80% of businesses think that their customer experience is excellent.
CRM stands for: ________________________ and refers to:
Customer Relationship Management; refers to the practices, strategies and technologies companies use to manage and analyze customer interactions and data during the entire customer life cycle.
What are the different ways to understand customers’ goal?
- Survey or interview different customer groups
- Get user testing feedback
- Identify customer questions in each phase
- Use customer analytics tools to gather information
Explain what retail environment is.
Retail environment is made up of the external factors (social characteristics, design, and atmosphere) that influence the ability of businesses to develop and maintain successful transactions and relationships with customers.
What is a DCP system?
A management systems that combines all data a company has about a customer and creates a 360 degree view of him/her.
True or False. 10% of customers agree that the customer service of a business is excellent.
False; 8%
CRM systems collect customer data through diverse communication channels such as (name three):
Company´s website, telephone, live chat, direct mail, marketing materials and social media.
What is a touch-point? And name 3 examples.
A touch-point refers to any time customer comes in contact with the brand; before, during or after they purchase the product or service. For example: social media, e-mail, websites, chats, surveys etc.
Which part of customer experience is Sales experience?
Sales experience relates to the customer's journey up to and including the point that the customer makes a purchase decision.
Complete the sentence: “The system helps to understand the customer journey across a company´s ………..”
a) market strategy b) customer experience
c) touch-point d) customer knowledge
C) touch-point
Who said that “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”?
Jeff Bezos.
What are the four CRM examples in practice?
- Contact Center
- Social CRM
- Mobile CRM
- Business-to-Business (B2B) Practices
How many times does an average person swipes, taps and pinches during the day?
2,617 times.
Name 3 differences between B2B and B2C markets, one of each of the categories:
A) Purchasing process
B) Payment
C) Marketing Strategies
A) Purchasing Process:
- B2B relationships take longer than B2C relationships
- Shoppers buy your products or services for personal use but Business buyers purchase products or services for use in their companies
- B2B is more expensive and in larger quantities than the B2C market
- In B2B market, the buying process is more complex. (more people)
B) Payment:
- In B2C, consumers who buy products at the same price with other consumers
- In B2B, the price may vary depending on the customer.
- Payment methods are also different (B2C immediately, B2B payment terms)
C) Marketing Strategies:
- In B2B marketing, companies focus on product logic. (saves time, money and resources)
- In B2C marketing customers’ decision is more emotional (benefits)
What is the difference between a DCP and a DMP system?
DCP: Collects all data from multiple channels and combines it on a single platform, while the DMP only collects anonymous web and digital data.